CallMiner,
the leader in speech and voice of the customer analytics solutions for
contact centers, announced the debut of its new real-time
performance-monitoring platform, EurekaLive.
Created in conjunction with Santander Consumer USA Inc., a leading
company in the automotive finance sector, EurekaLive automatically
monitors in-progress calls for the presence or absence of specific
language or acoustic characteristics such as escalation attempts or
abusive language.

“This real-time alerting system enables supervisors and quality analysts
to take action while a call is still in progress,” said Erik Strand,
Senior Director of New Product Initiatives at CallMiner. “They can step
in to defuse a high-risk situation or ensure that the agents are
following the appropriate compliance script.” EurekaLive can also be
used to identify sales opportunities or to serve as an early warning
system for time sensitive material, such as a service disruption.

“EurekaLive enables us to take action immediately for key areas that we
routinely monitor for compliance,” said Brad Martin, Executive Vice
President of Servicing at Santander. “This gives our business unit an
additional level of compliance assurance, as well as a competitive edge
– all while providing best-in-class service for our customers. The tool
gives us additional efficiencies and detailed reporting, which we use to
improve our operations every day. Santander is a highly data-driven
company, and EurekaLive complements our automated service center
environment.”

EurekaLive will be generally available in 2013. More information about
the unique features available in EurekaLive can be found on CallMiner’s website.

About CallMiner CallMiner is the market leading cloud-based
solution for improving agent performance through Voice of the Customer
analytics across all channels. Eureka automates the overwhelming process
of monitoring information from 100% of interactions – calls/audio, chat,
email, surveys and social – to uncover consistent and reliable
information about agent performance. Real time business intelligence can
be leveraged by enterprises to dramatically improve customer service and
sales, reduce the cost of service delivery, mitigate risk, and identify
areas for process and product improvements. For more information, visit www.callminer.com
or follow on Twitter @callminer